The Fund has adopted a Complaints policy, which provides a common, clear and precise understanding of the way in which the Fund handles clients’ complaints, including a clear definition of the roles and responsibilities of the different stakeholders.
In the event a natural or legal person wishes to file a complaint with the Fund in order to recognize a right or to redress a harm, the complainant should address a written request that contains a clear chronological description of the issue and the details at the origin of the complaint, either by email or by post, to the following address:
Bluestone Real Estate Management S.à r.l.
To the attention of the Complaints Handling Officer
2a, Rue Marie Curie,
8049 – Strassen,
Grand Duchy of Luxembourg
The complainant may request the Fund to provide a complaint form to be filled in accordingly. Should the complainant not receive an answer or a satisfactory answer at this level, the Fund offers the possibility to the complainant to escalate the complaint up to the level of the management of the Fund. Please be informed that the Fund shall handle complaints in accordance with the provisions of the Luxembourg Law of 2 August 2002 on Data Protection, as amended from time to time.
The Fund will provide a written acknowledgement of receipt within a period which shall not exceed 10 business days after receipt of the complaint, unless the answer itself is provided to the complainant within this period.
Otherwise, the Fund shall provide an answer without undue delay and in any case, within a period which cannot exceed one month between the date of receipt of the complaint and the date at which the answer to the complainant was sent. Where an answer cannot be provided within this period, the Fund shall inform the complainant of the causes of the delay and indicate a date at which its examination is likely to be achieved.
Where the complainant is dissatisfied with the answer received from the Fund, (s)he/it can file a request with the Luxembourg regulator, the Commission de Surveillance du Secteur Financier (the “CSSF”). Such request should be submitted to the CSSF within one year since the complaint was submitted to the Fund.
The request must be filed with the CSSF in writing in Luxembourgish, German, English or French, by post or by fax to the CSSF or by email (to the address/number available on the CSSF website), or online on the CSSF website. In order to facilitate the filing of a request, the CSSF publishes a form on its website. Out-of-court complaint resolution before the CSSF is free of charge. Moreover, no charges will be reimbursed to the parties. The parties keep, at any time, the right to refer the subject matter of the complaint to the courts.
Should you wish to receive further information regarding the complaints policy of the Fund, please do not hesitate to contact us using the details provided above.